1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

>>> DirecTV does NOT promise any specific model of receiver! <<<

Discussion in 'DIRECTV General Discussion' started by BattleZone, Apr 12, 2011.

  1. bobcamp1

    bobcamp1 Icon

    896
    1
    Nov 8, 2007
    I don't care what their ability is. It's a computer system ... fix it. You can't defend yourself with a flawed computer system. ("I'm sorry your honor, but our system does not allow us to issue checks for billing errors. We'll be happy to give him the $10,000 in credit due to our billing error....")

    Plus, some CSRs (in retention) apparently *DO* have this ability, perhaps because they also have the authority. Or do they not have the authority but are allowed to do it anyway?
     
  2. RunnerFL

    RunnerFL Well-Known Member

    17,054
    311
    Jan 4, 2006
    It's not broken. It's specifically designed the way DirecTV wants it, there's nothing to fix.
     
  3. wingrider01

    wingrider01 Hall Of Fame

    1,764
    2
    Sep 9, 2005
    retention is not a tier 1 csr, so it is logical that they have additional abilities then front line tier 1 csr's.
     
  4. Shades228

    Shades228 DaBears

    6,081
    45
    Mar 18, 2008
    See RunnerFL's response to "fixing" the sytem. Retention reps cannot order a specific receiver. That's the whole point of this thread.

    +1

    Again they cannot do so so just because they're answering disconnect requests doesn't mean anything when it comes down to how DIRECTV intentionally has setup their order and inventory management.

    The bottom line is any agent that you speak with when you call in to customer care cannot guarantee a model number, with exceptions of replacement receiver rules built into the system, and if someone did get a model number they were "promised" it was a 20% chance they got lucky on.

    I'm not sure why it's a difficult concept. If you want a specific model don't call DIRECTV go through an online dealer. Fighting the system will get you nothing but frustration. If you want to change DIRECTV's policies then become the next CEO.
     
  5. wingrider01

    wingrider01 Hall Of Fame

    1,764
    2
    Sep 9, 2005
    Have never gone through Directv to get the recievers, not worth my time to play csr roulete to get a discount on the cost of the device, bought all my devices when I installed back years ago before they went to the lease model, have the PP so they get replaced with units that are flagged owned

    retention is not a tier 1 custoemr service level, they have a lot more abilities and less restrictions then the front line service personnel, just like the access card people do, now those iI have dealt with a lot because the majority of my units are owned and not lease.

    Bottom line - want a specific reciever, tighten the belt and go to a outside source and play the full price for the lease, want a discounted price, call direct tv and negotiate with them, but take what they give you. Also - if you screw the installers by ordering, having them come out and refuse the service call becasue they don't have the reciever you want on their truck then those people sould pay for the service call if they turn them away.

    This is not Burger King you don;t get it the way you want it
     
  6. subeluvr

    subeluvr Icon

    534
    0
    Jan 14, 2007
    Just having run the obstacle course at DTV regarding a specific receiver model that I was promised numerous times by different DTV agents at different levels here are the facts...

    No 1st tier CSR or TSA or supervisor or retention agent or case manager has the ability to place an order for a specific version of any DTV receiver. Regardless of what they tell you or promise you that option does not exist on their computer screen. It is that simple.

    A note requesting a specific model can be made on the order and smart installers who like being tipped are smart to call the customer when they are at the warehouse and give the customer a choice of what is available. When you get treated right by an installer treat them right... it really is a good investment

    An order for a specific model of a DTV receiver can be placed but only at the highest level and only on rare occasion and it is quite involved so it is rarely done. It is so rarely done that few people know that it can be done.

    The thing is that DTV agents at every level seem to indicate that it can and will be done but make no notes in the customer's account so they can not be held accountable when the customer blows his/her top.

    There is only one reality in this discussion that everyone has to get their head around... DirecTV does not exist for the convenience of the customer... the customer exists for the convenience of DirecTV

    This is today's business model and DirecTV is not the only company using it. If you don't like it, and you shouldn't, then you have to vote with your wallet because that is the only language corporate America understands... market share and P&L, and corporate America will listen... sooner or later :rolleyes:

    UPDATE: As it turns out, even an assurance from the highest executive level (that customers can get to) that a specific model of a receiver will be shipped doesn't make it happen. The wrong model arrived today.
     
  7. tCdragon

    tCdragon New Member

    3
    0
    Jun 22, 2011
    I have worked both in the call center and now in the field, there is no way to guarantee what model you will get or if it will be new or a refurbished. When i get the equipment for the day we get what they give us. Sometimes we will have hr24s and others hr21s. So if a csr says the can guarantee you a specific model don't believe it. Your going to get what you get or you can reschedule your install or upgrade and hope that we have what you want next time.
     
  8. TheJ3RK

    TheJ3RK Cool Member

    11
    0
    Dec 13, 2009
    Wow. 10 pages.
     
  9. Rich

    Rich DBSTalk Club DBSTalk Club

    26,142
    467
    Feb 22, 2007
    Piscataway, NJ
    Of redundancy...:lol:

    Rich
     
  10. hombresoto

    hombresoto Legend

    226
    0
    Sep 10, 2006
    I 'guarantee' that my customers get HR24s by refusing to accept any less in my bi-weekly trip for inventory. I also am subject to chargebacks so it is in MY best interest to not install a 5 year old DVR. I also do not get a 'pre-bundled' truckload of equipment each week like HSP employees. My principal loads up a couple of times a week and I go to his warehouse and pick the models I want. I ask before I go to load up if 24s are available. If not I have them delivered.
    And no, I am not taking any of those H20's or , believe it or not, the D10s that crept their way back into the refurb cycle a couple of years ago.
    It is that simple in my situation... My customers are happy to get good equipment and I am happy to not install equipment that may or may not fail in the first 90 days, or work out of the box for that matter...
     

Share This Page